Open orders that were already paid or tables still open from yesterday (ghost orders) - how to close them

Applies to Invu POS 6.10.6 on iPad, Android and Windows, and to the Admin Panel. Labels are shown as they appear when the POS or the Admin Panel is in English.

Most important:

• Do not charge again an order that was already paid. First check whether it is paid.
• A paid order stays in Open until someone closes it. In Close Day Report, the Close Paid Orders button closes all of them at once.
• If a closed order shows up open again, some device was almost always out of sync. Check the cloud on each device.

1. Why they appear

• It was paid but not closed. The payments cover the total, but the order was never closed (for example, the app was closed or someone left the screen before finishing).
• It was closed on a device that was out of sync. The other devices keep seeing it open until that device reconnects.
• It was forgotten from a previous day. A table nobody closed or deleted is still open the next day.

2. See which orders are open or paid but not closed

1. Tap the Invu logo > System Reports > Close Day Report.
2. If asked, use the PIN of a manager with permission to see the end-of-day report.
3. If "Recovering closed orders" appears, wait for "Orders synchronized".
4. The first card shows, for example, "Orders: 3 open, 2 paid", how many Accounts (if you split checks) and how much is not paid. It counts orders from the whole store.
5. Tap that card's icon to see the list. It has two tabs: Paid orders (not closed) and All open orders. You can search and tap an order to see its details.

3. Close the ones already paid

• On the same card, tap Close Paid Orders. The POS closes, one by one, every open order whose payments already cover the total.
• Each one closes like a normal close: its invoice is issued (printed, fiscal or electronic, depending on your cashier). Wait until it finishes.
• Orders with a balance due are not closed. Open them and charge or review them.
• For a single order, you can also open it and close it as usual.

Do this before the shift close: the long report warns "You have open orders" on some cashiers. See "Close the register and print the long report (shift close) on the POS".

4. Old unpaid orders (tables open from yesterday)

• It was consumed and is owed: open it and charge it normally.
• It was paid outside the POS or is a ghost order (it does not match anything real): ask a manager to delete it from the order, with the Delete Order permission, and note the reason.
• Venezuela: if there are open orders older than 48 hours, the POS does not let you create new orders ("Have open orders with 48 hours of opened. Process these to you can open orders"). Close or delete them.

5. Automatically delete open orders from previous days

If your business never keeps checks open from one day to the next, you can turn on this option:

1. In the Admin Panel, go to Settings > System > Settings.
2. Tap Enable Save Button.
3. In Services, turn on Delete open orders on iPad automatically and hide open orders view (you can also find it with the search box).
4. Tap Save Changes and run Update Data on each device.

What it does:

• Every 10 minutes, the POS deletes open orders created before today (from the device's midnight, not from the business closing time). They are recorded as deleted by the system.
• It hides the Open tab on the devices.
• It does not touch Clau, Shopify or delivery-platform orders.
• Careful: it also deletes paid orders that were not closed. Use Close Paid Orders before midnight.

6. If a closed order shows up open again

1. Do not charge it again.
2. Check Closed (it shows the last 5 days) to see if it is also there.
3. Check the connection of all devices: no red top bar and a white cloud. If any cloud is purple, tap it to reconnect. See "POS devices do not show the same orders, tables or accounts (out of sync) - what to check".
4. Open the order, tap its header and look at Saved in Invu.
5. If it shows as paid, close it with Close Paid Orders. If it shows as unpaid and you know it was paid, leave it and contact us.

The Admin Panel shows open orders that are not on the POS. The Admin Panel uses what devices uploaded to the server, and open orders are uploaded every 10 minutes. Wait that long with all devices connected. If they are still there, contact us. See "How to find and use the reports in the Admin Panel".

7. When to contact support

Contact us if an order opens again after closing it with all devices connected, if it does not close with Close Paid Orders, or if the Admin Panel and the POS do not match after 10 minutes. Send:

• the order or table number and the time it was paid;
• which device charged it and which one shows it open;
• a photo of the orders card in Close Day Report;
• a photo of Troubleshoot on each device and the version of each one (tap the Invu logo once);
• the Saved in Invu value from the order header.